Does customer service quality influence customer decision making process to use bank plan savings product? a study at Bank Mandiri Cirebon Siliwangi Branch

Authors

  • Suwandi Suwandi Sekolah Tinggi Ilmu Ekonomi Cirebon, Indonesia
  • Jennifer Sujono Sekolah Tinggi Ilmu Ekonomi Cirebon, Indonesia
  • Wawat Hermawati Sekolah Tinggi Ilmu Ekonomi Cirebon, Indonesia

DOI:

https://doi.org/10.20414/jed.v4i1.4783

Keywords:

bank plan savings, customer decision, customer service quality

Abstract

Purpose — To determine the effect of customer service quality on customer decision to use bank plan savings of Bank Mandiri Cirebon Siliwangi branch.
Research method This study used a quantitative approach with a simple linear regression analysis technique. The research data is processed by statistical software. Samples in this study were 91 respondents with probability sampling using a simple random sample technique.
Result The findings indicated that customer service quality has a significant influence to customer decision in using bank plan savings of Bank Mandiri Cirebon Siliwangi Branch. In addition, this study also discovered that customer service quality has a contribution of 27.8% to the customer's decision to use the bank product, while the remaining 72.7% is influenced by other factors which is not examined by the author.

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Published

2022-06-01

How to Cite

Suwandi, S., Sujono, J., & Hermawati, W. (2022). Does customer service quality influence customer decision making process to use bank plan savings product? a study at Bank Mandiri Cirebon Siliwangi Branch. Journal of Enterprise and Development (JED), 4(1), 1–11. https://doi.org/10.20414/jed.v4i1.4783

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Section

Regular Articles